Personalization without barriers: Reaching and retaining multilingual members in Medicare Advantage

For millions of seniors across the United States, enrolling in a Medicare Advantage plan is a critical step toward maintaining their health, independence, and peace of mind. But for members whose first language isn’t English, this journey can quickly turn from empowering to overwhelming. Plan letters, coverage details, and provider directories often get lost in translation, literally.

Personalization in healthcare isn’t just about data and demographics; it’s about communication that feels human. It’s about ensuring that every member, regardless of the language they speak, can confidently make decisions about their health. When members engage with their plan in their own language, they don’t just understand more- they trust more, participate more, and stay longer.

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‍The need for personalization in Medicare Advantage‍

America’s aging population is more diverse than ever before. According to the Centers for Medicare & Medicaid Services (CMS), nearly one in five Medicare beneficiaries speaks a language other than English at home, and that number is rising every year.

In fact, CMS data shows that over 65% of Medicare Advantage growth in the past five years has come from racial and ethnic minority groups, including Asian American and Pacific Islander (AAPI) and Hispanic populations. Additionally, more than 12% of Medicare beneficiaries report limited English proficiency (LEP), a figure projected to increase significantly by 2030 as the next generation of retirees ages into eligibility.

Behind those numbers are people from different backgrounds, cultures, and experiences each with their own way of navigating healthcare. A Spanish speaking member may rely heavily on family for guidance, while a Korean speaking member might value in-language explanations from trusted providers over written materials.

Yet, many Medicare Advantage plans still rely on standardized, English-first communications that fail to reflect this diversity.

Personalization helps close this gap by tailoring the experience to the member’s language, culture, and context. The benefits are undeniable:

• Higher member satisfaction: When people feel understood, they’re more likely to engage positively with their plan.
• Better health outcomes: Personalized communication improves adherence to preventive care and medication.
• Stronger retention: Members who feel cared for are less likely to switch plans.

Ultimately, personalization turns healthcare from a system that talks to people into one that listens and responds to their needs.

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‍Overcoming language barriers: A key to personalization‍

Language barriers remain one of the most profound yet often underestimated challenges in healthcare. When members can’t fully understand their coverage or their next steps, small misunderstandings can lead to missed appointments, unpaid bills, or even delayed treatments.

A recent CMS report found that Medicare beneficiaries with limited English proficiency are 60% less likely to use preventive services like annual wellness visits and screenings than those who are fluent in English. The gap isn’t about willingness; it’s about accessibility.

For Medicare Advantage members, many of whom manage multiple chronic conditions, this can have serious consequences. Limited English proficiency can create a ripple effect: confusion leads to frustration, frustration leads to disengagement, and disengagement leads to worse health outcomes.

Providing multilingual support is not only about accessibility, but also about equity and dignity. Every member deserves to navigate their healthcare confidently, without relying on family members to translate sensitive medical information or decode benefit letters. When a plan invests in communication that meets members in their preferred language, it sends a clear message: We see you. We understand you. You belong here.

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‍Mia: Bridging the language gap in Medicare Advantage‍

That’s where Mia steps in. A compassionate, AI-powered assistant that bridges the gap between healthcare complexity and human understanding. Mia was built with a singular mission: to ensure that every Medicare Advantage member, regardless of their language, can access clear and accurate information about their care.

Mia goes beyond the standard English and Spanish offerings. She also communicates fluently in Cantonese, Mandarin, Vietnamese, and Korean, opening the door for thousands of members who have long been underserved by traditional call centers and plan materials.

Members can interact with Mia to:

• Ask benefit questions in their preferred language
• Understand plan letters or renewal notices with clarity and confidence
• Locate nearby in-network doctors or specialists
• Set reminders about their medications or appointments

Instead of waiting on hold or feeling unsure about the next steps, members can simply talk to Mia anytime, anywhere, and receive answers that are clear, relevant, and kind.

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‍Beyond the basics: Mia’s comprehensive language support‍

What makes Mia special isn’t just her ability to “speak” multiple languages; it’s how she listens.

Using advanced natural language processing, Mia recognizes cultural nuances, idiomatic expressions, and regional dialects. Whether a member says “bác sĩ” in Vietnamese or “의사” in Korean, Mia understands what they mean and responds naturally.

She’s available through both text and voice, so members can choose how they want to communicate. For those who may be less tech-savvy, Mia’s simple and intuitive interface feels more like a conversation with a friend than an interaction with a digital tool.

And because Mia learns continuously from member interactions (while keeping personal data private and secure), her guidance becomes more personalized over time. This means she doesn’t just respond to questions; she anticipates needs, offering proactive reminders, plan updates, and preventive health suggestions in the member’s own language.

Mia’s multilingual reach represents more than translation. It’s connection, empathy, and empowerment delivered through technology.

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‍Franco’s story: A real-life example of personalized support

Franco, a 72-year-old retiree living in San Jose, speaks Vietnamese as his first language. After enrolling in a Medicare Advantage plan, he struggled to understand the details of his prescription drug coverage. The plan documents, written entirely in English, left him confused about which medications were covered and which required prior authorization.

Then Franco found Mia.

For the first time, he could open his phone and ask questions in Vietnamese; no translation help from his son, no guessing. Mia walked him through his coverage, step by step. She explained what “formulary” meant, showed him which pharmacies were in-network, and even reminded him when it was time to refill his medication.

Through Mia’s gentle and patient guidance, Franco gained not just information, but confidence. “I didn’t have to bother my family to translate anymore,” he said. “Mia made it easy to understand what my plan covers and what I need to do next.”

For members like Franco, Mia transforms healthcare from a system of barriers into a partnership built on understanding.

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‍Conclusion

Personalization in healthcare is no longer optional; it’s essential. In Medicare Advantage, where trust and clarity determine whether members stay engaged, plans must go beyond generic communication and meet members where they are: in their language, on their terms, and with empathy.‍

Mia makes that possible. By combining advanced language capabilities with human-centered design, she helps members feel seen, heard, and supported no matter what language they speak.

Because when healthcare speaks your language, it speaks to your heart.

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‍FAQs

1. What is personalization in Medicare Advantage?
‍Personalization in Medicare Advantage means tailoring the member experience to each individual’s needs, language, and preferences. It ensures that members receive information, guidance, and support in ways that are clear, relevant, and culturally sensitive, leading to higher satisfaction and better health outcomes.

2. Why is multilingual support important for Medicare Advantage members?
Multilingual support helps members fully understand their healthcare benefits, coverage options, and plan requirements. It reduces confusion, improves health literacy, and ensures equitable access to care for members who don’t speak English.

3. How does Mia help multilingual Medicare Advantage members?
Mia is an AI-powered assistant that allows members to ask benefit questions, interpret plan letters, and find in-network doctors, all in their preferred language. By offering clear, real-time support in multiple languages, Mia makes healthcare information accessible and personalized.

4. What languages does Mia support?
Mia supports English, Spanish, Cantonese, Mandarin, Vietnamese, and Korean and is learning more every day. This broad language coverage helps Medicare Advantage plans connect with diverse member populations and ensures no one is left behind due to language barriers.

5. How does personalized communication improve member retention?
When members feel understood and supported, they’re more likely to engage with their plan and stay loyal. Personalized communication, especially in a member’s own language, builds trust, improves satisfaction, and strengthens long-term retention in Medicare Advantage.

6. Is Mia available 24/7 for members?
Yes. Mia is available to members anytime, anywhere they need support. This 24/7 accessibility ensures members can get the help they need, whether it’s understanding a benefit change or finding a doctor, without waiting on hold or feeling lost.

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